Customer Referral Manager

1 month ago

bangalore, India XCUTIVES Inc. Full time

Job Title: Associate Manager - Referral

About the Department:

The Customer Experience (CX) department is pivotal in ensuring customers have positive interactions with the company, leading to enhanced customer loyalty, higher retention rates, and business growth. The CX team manages the customer journey from initial contact to post-purchase support, ensuring satisfaction at every touchpoint and resolving any issues. This department is crucial for expanding the customer base through word-of-mouth marketing and referrals.

Position Purpose:

The Customer Referral Manager will oversee and execute the customer referral program to boost customer acquisition, retention, and loyalty. This role involves collaborating with sales, marketing, and customer-facing teams to create effective referral campaigns. The ideal candidate will proficiently use referral tools and technologies to optimize program performance and track ROI.

Preferred Functional Knowledge and Skills:

  • Expertise in Customer Referral programs
  • Project management skills
  • Data analysis and reporting capabilities
  • Knowledge of referral marketing
  • Strong collaboration skills
  • Creativity
  • Attention to detail
  • Design of incentive programs
  • Passion for customer advocacy and loyalty

Key Responsibilities:

  • Own the ROI of the referral program, continuously optimizing campaigns for better performance.
  • Monitor customer feedback to ensure the referral program meets customer needs and expectations.
  • Develop and manage relationships with key customers to boost referral traffic.
  • Design and build incentive programs for internal teams (Sales, Customer Support, etc.) to drive referrals.
  • Identify potential referral sources within the existing customer base and other networks.
  • Develop and implement a comprehensive referral marketing strategy aligned with the company's marketing and business goals, utilizing referral tools and technologies.
  • Collaborate with internal stakeholders to develop referral marketing campaigns across various channels, including email, in-app, and offline channels.
  • Work with the lead generation team to track and measure referral campaign success, optimizing for maximum impact and ROI.
  • Analyze and report on referral marketing metrics, including customer acquisition cost, conversion rates, and customer lifetime value, to stakeholders.
  • Ensure the referral program is integrated into the overall customer experience and optimized for success in collaboration with other teams.
  • Provide ongoing support to customers and referrers, addressing questions, providing incentives, and resolving issues.

Tools Experience:

  • Google Suite (Docs, Sheets, Slides, etc.)
  • Referral marketing tools
  • CRM tools
  • Data analysis tools

Qualifications and Experience:

  • Bachelor’s degree in Marketing, Business, or a related field.
  • Prior experience in a referral marketing manager role.

Benefits:

  • Opportunity to engage in high-impact work within a progressive learning environment.
  • Collaborate with great team members in an energetic work setting.
  • Competitive salary.

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